How Inbound Call Center Software Has Evolved?


How much has the inbound calling technology changed since its inception? Are you still using legacy call center software that only had the voice as a channel of communication?

Let’s dig into how calling has evolved and has become advanced over the years while voice had been the dominant channel for businesses. Do you belong to the time when customer queries were handled with call based approach? This post is for you where we will understand how with the dominance of voice, we have moved towards other channels like Email, Chat, Social and more that helps businesses leverage customer handling through these channels.

With the onset of omnichannel service, the state of the inbound call center has seen the following changes:

Multiple Channel Approach: Earlier customers didn’t have an option to raise their queries except for waiting in the queue and get a resolution. Now, customers have become the center of call centers and they have the power to raise queries through channels like Email, Voice, Chat, and Social according to their preference.

For instance, when Bryan as an agent is busy with other customers, Ron as a customer can send an email to get his query resolved.

Personalization: Customers like to be valued and they seek a quick response from agents. When agents are pre-informed about customer’s information like their name, contact details, previous conversation history, etc., agents will be able to deliver a personalized experience. Inbound calling is now advanced with technologies that allow agents to get a preview of customer’s history to deliver a meaningful and contextual conversation.

According to Accenture, 75% of consumers are more likely to make a purchase from a company that knows their name and purchase history and recommends products based on their preferences.

Call Records: Businesses are asked to keep a call record for compliance and quality purposes. Call data is automatically saved in CRM and could be accessed when required.

For instance, when Ron makes a purchase of some policy over a call, to validate his data, the bank will keep a voice recording to avoid any kind of discrepancy in the future.

Productivity of Agents: What is the end goal of your business? Does your business depend upon the efficiency of call handling? Businesses are more focused on agents’ performance to get the right results.

With an effective inbound call center software, managers now can keep a track of agents’ activities like Average Handling Time (AHT), After Call Work (ACW), Agent Wrap Time (AWT), etc, to closely monitor the productivity of agents and any specific campaign thus ensuring that the business goals are aligned with agents’ KPIs.

Routing Capabilities: With advanced routing techniques, businesses can increase First Call Resolution. When a customer lands in any queue, he could be transferred to the best-suited agent according to his IVR selection. This ensures that customers are given the experience that they expect to be delivered with.

For VIP customers, with preset parameters, you can shorten the IVR and direct him/her to the appropriate agent in minimum time thus ensuring that customers are satisfied with your brand.

Campaign Management: While earlier agents were dedicated to either inbound or outbound campaign, businesses had to invest more in their resources. With smart inbound calling strategies, agents could be assigned to both the campaigns considering their skill set. This helps businesses utilize agents’ idle time and maximize agent productivity.

For instance, Bryan as an agent is handling inbound calls for queries related to certain policies and in his idle time, he manages outbound calls to remind the customers about their pending installments.

With the co-existence of channels like Voice, Chat, Email, and Social, Inbound Calling gives a wide range of options to both agents and customers. It is an undeniable fact that today’s customers choose to be present at social media than emails and they seek a quick response to all their queries. Agents can be proactive while handling these channels simultaneously and refining their query resolution process.